Protection from misuse
The limits that stop one person or a script from flooding your chat, using up your plan or guessing at orders.
Your chat is open to anyone on your website, so it has limits built in. They're on for every workspace, and there's nothing to set up.
Limits on each customer
Limits are counted for each customer, so one person reaching a limit never stops anyone else chatting.
| What | Limit |
|---|---|
| Length of a message | 4,000 characters |
| Replies from your agent | 20 a minute |
| New chats | 30 in 15 minutes on your website |
| Order lookups | 6 in 15 minutes, and starting a new chat doesn't reset it |
| Requests for your team | 6 in 15 minutes |
| Files sent | 20 in 15 minutes |
A customer who reaches a limit is asked to wait a moment. A real customer rarely gets near them.
Order lookups also need the order number and the email address on the order, so order details can't be found by guessing numbers.
Limits on your whole chat
Each workspace has a ceiling on replies a minute, which grows with your plan. If your chat gets close to it, we're told and look at what's happening.
Your plan can't run away
When your plan's chats are used, your agents pause until the 1st unless you've chosen to keep answering. If you do keep answering, you can set how many extra chats to allow. See Plans and chats.
Only on your website
The chat only runs on the addresses you publish to, so the code does nothing if it's copied onto another site. See Add the chat to your website.